SLA

Overview

The SLA (Service Level Agreement) section within the Incident Management settings allows you to define response and resolution times for incidents based on priority levels.

Key Features

• You can configure response and resolution times for incidents based on priority.
• You can define actions taken during escalation, such as reassignment of the incident, email notifications, or automatic updates to incident priority.
• You can define the escalation rules when tickets are not responded to in time or resolved.
• You can configure the condition to apply an SLA to tickets.

How to Configure SLA?

To configure SLA, follow the steps below.

Navigate to Settings > Incident Management > SLA.

The SLA page is displayed.

Click the New SLA icon. The New SLA page is displayed.

Enter or select the required values in the fields. Please refer to the following table for the field names and their descriptions.

Note: All the fields marked with an asterisk (*) are mandatory.

Field	Description
Name	Unique name to assign for the SLA policy
Description	summary of the SLA policy
Enabled	Whether this SLA policy is enabled
Conditions	Criteria to trigger the SLA. You can add a new condition to trigger the SLA.
Targets	Based on the predefined priorities, the expected response time and resolution time are defined.
Exemptions	Specific criteria under which the SLA policy does not apply Note that when (re)calculating the ticket's due time, time spent in the specified Extended Statuses is considered as a pause.
Escalation rules when a Ticket is not responded to in time	Escalation actions that occur when a ticket is not acknowledged within the response time
Escalation rules when a Ticket is not resolved in time	Escalation actions that occur when a ticket is not resolved within the resolution time

Click Save. The new SLA is successfully added.

Note: The Edit and Delete icons appear when you hover over a SLA. Click the corresponding icon in the desired SLA row to update, or delete and confirm your action.

Adding a Condition in SLA

You can add conditions in the SLA (Service Level Agreement) under Incident Management to ensure that incidents are prioritized and resolved according to specific rules set.

The following example illustrates adding a condition in the Edit SLA page. You can similarly add a condition when creating a new SLA.

Click Add a Condition. The Condition fields are displayed.

Select the criteria to apply the condition from the Condition attribute, the predicate to be satisfied from the Condition predicate, and the value for the condition from the Condition Value dropdown lists.

Scroll down the page and click Save.

Note: You can similarly add multiple conditions as required by clicking Add a condition.

Adding an Escalation Rule in SLA

You can add an escalation rule in SLA to ensure unresolved incidents are automatically elevated to higher priority, enabling timely resolution.

The following example illustrates adding an escalation rule in the Edit SLA page when a ticket is not responded to in time. You can similarly add an escalation rule on a New SLA page or when a ticket is not resolved in time.

Click Add an escalation rule. The escalation rule fields are displayed.

Edit or select the required values in the field. Please refer to the following table for field names and their descriptions.

Field	Description
Escalation threshold	Time limit after which the incident is considered for escalation
Escalation threshold unit	Unit of time for the escalation threshold
Escalate before or after	Whether escalation happens before or after the specified time threshold
Escalation action	Action to be taken when the escalation threshold is reached
Escalate to agent	Agent to whom the incident is escalated
Escalation e-mail template	Email template used during the escalation process to notify the agent

Click Save. The escalation rule is applied to the SLA.